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The purpose of this paper is to report on the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoretical model in the context of a university Australia.
This research by Dr Parves Sultan from Central Queensland University and Dr Ho Yin Wong used focus group discussions with 19 students who had been studying in undergraduate and postgraduate level programs at an Australian university.
The findings show that the critical antecedents to perceived service quality are information and past experience. There are three aspects of perceived service quality, namely, academic, administrative and facilities.
The article is available in the current issue of the journal.